Global Customer Operations Specialist
Intelsat
- Chennai, Tamil Nadu
- Permanent
- Full-time
- Support customer calls and requests in English
- Able to successfully learn and navigate Web based applications and tools for use in managing customer accounts. This will include Peak and Poles OU Accesses and services for customers within established service level norms; which includes verification of network connectivity and confirmation of network interference.
- Stay up to date on new technology, tools and applications that are used to provide the assistance needed for customer requests
- Must exhibit sense of urgency to complete customer requests in a timely manner and engage internal support teams to take over troubleshooting in the event of a customer impacting issue
- Ensure compliance with Intelsat standards practices and processes
- Incorporate and leverage industry best practices while maintaining alignment with Intelsat goals and capabilities
- Must be able to maintain customer privacy in compliance with all applicable laws
- Able to successfully navigate and use Microsoft Office Suite products
- Manage positive relationships with customers to ensure customer retention
- Excellent written and oral communication skills
- Must be able to meet set expectations for call center metrics and customer turnaround times
- Escalate customer reported technical service issues or requests to the appropriate NOC vertical team
- Maintain accurate information and data in appropriate systems by tracking and capturing information and data
- Ability to operate in a team environment cross functionally where employees constantly provide support to each other
- Flexible and adaptive to change
- High School Diploma or GED required
- One to two years of satellite communications experience including an understanding of RF technology
- One to two years proven customer service including relevant experience or equivalent education experience
- High aptitude for Networking and troubleshooting
- Demonstrated ability to organize and manage multiple priorities
- Possess problem analysis and problem resolution skills
- Meet or exceed expectations in gathering and implementing reporting or tool requirements
- Must be available to work rotating shifts
- Support network operations center network engineering and sales teams by reduced reducing customer response time and minimizing impact to customers
- Must have strong written and verbal communication
- Must be able to work in 24/7/365 environment - includes weekends and holidays
- Experience working with Network Operation Centers is a plus but not required
- Hybrid work environment offering up to two days per week work from home (for eligible positions)
- Development opportunities supporting professional growth championed by our dedicated Learning & Development team. 20-25% of our positions are hired internally!
- Ways to get involved: satellite launch parties, company connect events, charitable activities, team social events, recognition programs, and employee resource groups.
- Wide range of benefits and perks to help you stay healthy, happy, and productive. These include paid leave programs, medical, tuition reimbursement, and retirement benefits, employee wellness offerings, and more!